Fairfield Inn & Suites Mount Vernon Rend Lake

We made an online reservation for a handicap accessible room months prior to our stay. Upon arrival when I asked the clerk to confirm that we were getting a handicap accessible room, he said there was a problem. He said yes we did reserve a handicap accessible room, but that the hotel had sold out for that night, and they did not have an accessible room for us. He did not know how or why the mixup happened. He put us in a regular room. A week later, I filed a complaint on the Marriott web site. A Marriott manager responded to the complaint saying that my preferences on my profile did not state accessible room. I then responded to his email stating that I had indeed reserved an accessible room and that the clerk on duty acknowledged that I had reserved an accessible room. My email to him stated such and asked him to contact the clerk on duty that night to confirm. He said he would do so. A week later with no follow up from him, I again emailed asking him to confirm the facts with the clerk on duty that night. I heard nothing back from him. So apparently, he has no interest in performing basic and simple customer service. I am surprised at Marriott because I thought they had a better reputation than that. My wife had a very difficult time in the standard room because the toilet in a standard room is so low that it is extremely difficult for her to get off the toilet. If you need an accessible room, or if want good customer service, beware.

Convince to highway and shop

This state is legal Marijuana and there were people smoking dope in the parking lot, next to the building. Wasn't used to that.

It was a great room, air conditioner worked great and bed was comfy. My only issue is there was no shelf in the shower for me to put my own products. I had to put them on the floor, which was not great.

Ease of access, clean

Elevator seemed like it might need maintenance. Made some unsettling sounds

Nice hotel! Close to restaurants.

Location and staff

It's not bad shape by any means but will need a update/ remodel soon

It was very nice!

Breakfast was good.

Struggled with the tv. Last stay.

Grwat